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Chapter 3Build Consensus Phase by Phase

Bob, the manager of a large car dealership, assembled his sales team to discuss a pressing issue. “We’ve got a problem,” he began. “I’ve noticed a drop in the sales of our station wagons over the past two months. I’m convinced that the cause of the problem is that new foreign dealership down the street. If we want to hold on to our customer base, we need to drop the price of our wagons immediately. So, I propose that beginning next week we reduce the price of all our station wagons by $2,000. This will cut into your commissions, so I’d like your support for this action. Do you all agree with my plan?”

Bob’s statement was met, at first, with stunned silence. Finally several salespeople spoke up. One ...

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